Critical Incident Team Member

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the entire lifecycle of unexpected interruptions, malfunctions, and quality declines that affect the services provided.

• Adhere to incident management protocols to restore services to normal operations as swiftly as possible.

• Act as the primary contact for communication regarding incidents.

• Facilitate client status and update meetings.

• Inform upper management of system issues.

• Coordinate communication between clients and internal operations teams.

• Plan, coordinate, monitor, track, and report on activities related to issue management.

• Ensure compliance with incident management protocols and report any deviations.

• Guarantee prompt responses from technical and operations personnel.

• Escalate unresolved issues to adhere to established Service Level Agreements (SLAs).

• Oversee root cause analysis and the implementation of long-term corrective actions.

• Conduct post-incident reviews and disseminate lessons learned.

• Assist with security reviews and audits associated with Incident Management.

• Enhance process performance, policies, procedures, and the underlying technologies.

• Manage ticket resolution and provide updates to clients regarding their status.

• Serve as the main point of contact for Severity 1–5 incidents.

• Mitigate the impact of service issues on client operations.

• Identify client pain points and emerging requirements.

• Recognize potential business opportunities and collaborate with leadership to refine service offerings.

⛳️ Requirements

• Proven experience in a structured and process-oriented environment.

• Capability to effectively engage with senior-level clients while maintaining credibility through consistent delivery and follow-through.

• Knowledge of industry best practices and standards related to IT processes, such as ITIL.

• Strong comprehension of general technology infrastructure concepts.

• Understanding of how infrastructure supports business operations, especially within a Shared Services model.

• Experience in managing ticket tracking systems for clients.

• Proficiency in facilitating meetings to review client-facing issues.

• Bachelor’s Degree in a relevant discipline, such as Technology or Information Systems.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work arrangements to promote work-life balance.